How to reach us
Email help@personade.com for either product. It reaches the people who build them, not a queue. There is no ticket portal to sign into and no phone tree.
Tell us which product you are using, because they are separate: Personade turns one recorded demo into a personalised video per lead, and Personade for Slack sends colleagues a video on their birthday, work anniversary or first day.
For anything about data, deletion or a privacy request, write to privacy@personade.com instead, so it is logged properly.
What to include
We can usually fix something on the first reply if the email contains enough to reproduce it. Useful things to send:
- The email address on your account, and which product. For Slack, the name of your Slack workspace.
- What you expected to happen, and what happened instead.
- For a video that did not arrive: the lead or colleague it was for, and the date it should have gone out.
- For a page that looks wrong, the
/p/link itself. It tells us which render produced it. - Any error code we showed you. They look like
SB-4001and they point us straight at the right place. - A screenshot, if it is something you can see.
Please do not send us passwords or Slack tokens. We never need them and we will ask you to rotate anything you do send.
Response times
- Anything blocking a send, such as a stuck campaign or a birthday message that did not go out: same working day.
- Everything else: within one working day, Monday to Friday.
- Security reports: acknowledged within 24 hours, including at weekends.
We are a small team in one timezone, so a message sent late on Friday will usually be answered on Monday. If something is genuinely urgent, say so in the subject line and we will treat it that way.
Personade
The outreach product at app.personade.com. You record one demo, we personalise it per lead.
A video failed to render
The credit comes back on its own. A failed render refunds the credit it charged, to the same balance it was taken from, so a plan credit returns as a plan credit and a top-up credit returns as a top-up credit. You do not need to ask and you should not be charged for a video you never got. If the balance looks wrong after a failure, send us the campaign and we will check the ledger.
A campaign is taking a long time
Renders queue and run in order, and the lip-sync step is the slow part. A large campaign drains steadily rather than all at once, which is normal. If a campaign has not moved at all for an hour, tell us and we will look at the queue.
How credits work
- One credit is one lead, which is one personalised video and its page.
- Your plan credits refill at the start of each billing month and do not roll over. Credits you buy as a top-up never expire.
- Spending draws from your plan allowance first and only dips into top-ups after that, so the credits with an expiry get used before the ones without.
- Finding leads is free. You only spend when a video is generated.
A name is pronounced oddly, or not at all
Only the greeting is synthesised, and we would rather say nothing than say a name wrongly. A name we cannot pronounce with confidence is replaced by a neutral greeting rather than guessed at: initials, single letters and placeholder names all fall back that way. If a name you care about is falling back and should not be, send it to us.
My demo will not upload
Videos are capped at 90 seconds. That is a conversion decision as much as a technical one, since a cold-outreach video past 90 seconds is rarely watched to the end. Trim it and try again.
Personade for Slack
The celebrations product at slack.personade.com. A people team records one video per occasion, and colleagues receive it on the day.
A birthday did not send
Check three things first, in this order. Does the occasion have a video attached and is it marked live rather than paused? Does the person have a birthday saved on the People tab? And are they still ticked as included? The Activity tab records every send and the reason for any that failed. If all three look right, email us with the person's name and the date.
Slack has no birthday field for us
Most workspaces do not have one. Slack only offers custom profile fields on paid plans, and even then an administrator has to create the field. Start dates are a standard Slack field and sync on their own; birthdays are typed in on the People tab, once per person.
The video shows as a link rather than playing in the message
That happens on workspaces installed before we added file uploads. Slack only grants new permissions on a reinstall, so reinstalling from the Settings tab fixes it. Nothing is lost by reinstalling: your roster, dates and recordings all stay.
Someone left, or should not be receiving anything
Untick them on the People tab. They stop receiving messages immediately and stop counting towards your plan. Deactivated Slack accounts and guests are excluded automatically.
Can we change what the message says
Yes, per occasion, on the Occasions tab. You can use their first name, their full name, and the number of years for a work anniversary. Clear the box to go back to our wording.
If you received a video and would rather not
You can turn it off yourself, and you do not need to ask anyone. Open Personade from the Apps section of your Slack sidebar and opt out from the tab there.
Your employer cannot switch it back on. It is not shown to them as something they can change. If you would rather not raise it internally at all, email privacy@personade.com and we will do it for you.
Security and privacy
To report a vulnerability, email help@personade.comwith "security" in the subject line. Tell us what you found and how to reproduce it. We will acknowledge within 24 hours, we will not take legal action against good-faith research, and we will credit you if you want us to.
For what we store and why, see our privacy policy. The short version for Personade for Slack: the app cannot read a single message anywhere, and birthdays are stored as a month and a day, never a year.
Billing
Both products bill from their own account, because they are priced on different things: Personade charges per video generated, and Personade for Slack charges per person who could receive one. A company using both has two accounts and two invoices.
Invoices, receipts, card changes and cancellations all live behind Payment settings on the billing page of whichever product you are in. For anything that page cannot do, including annual invoicing and purchase orders, email help@personade.com.